Cherwell Service Management vs JIRA Service Management comparison

Ivanti and Atlassian are both solutions in the IT Service Management (ITSM) category. Ivanti is ranked #27, while Atlassian is ranked #2 with an average rating of 8.1. Ivanti holds a 1.6% mindshare in ISM, compared to Atlassian’s 7.3% mindshare. Additionally, 80% of Ivanti users are willing to recommend the solution, compared to 93% of Atlassian users who would recommend it.

Cherwell Service Management

Read 6 Cherwell Service Management reviews

1,002 Views
752 Comparison Views

80% willing to recommend

JIRA Service Management

Read 88 JIRA Service Management reviews

5,671 Views
4,140 Comparison Views

93% willing to recommend

Cherwell Service Management

JIRA Service Management

Comparison Buyer's Guide

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Executive SummaryUpdated on Dec 29, 2025

JIRA Service Management and Cherwell Service Management are in competition within the IT service management category. Based on data, JIRA Service Management seems to have an advantage due to its competitive pricing and seamless support services.

Features: JIRA Service Management stands out with its seamless integration with Atlassian products, agile project management capabilities, and flexibility for agile teams. Cherwell Service Management offers a highly customizable environment, strong ITIL alignment, and robust tools for handling complex IT needs.

Room for Improvement: JIRA Service Management could enhance its customization options and improve its interfaces for non-technical users. There is also room for better automation workflows. Cherwell Service Management could streamline its deployment process, enhance user interfaces for less tech-savvy users, and reduce initial setup complexity.

Ease of Deployment and Customer Service: JIRA Service Management's cloud-based model allows quick setup and easy integration, especially beneficial for existing Atlassian users. Cherwell Service Management offers both on-premises and SaaS options, but its extensive customization can delay deployment. Its customer service is tailored to specific deployment needs.

Pricing and ROI: JIRA Service Management is known for its competitive pricing and attractive ROI, especially for businesses leveraging other Atlassian tools. Its scalability helps in cost management as companies grow. Cherwell can involve higher initial costs due to its customization, but may offer better ROI for businesses needing tailored IT processes.

To learn more, read our detailed Cherwell Service Management vs. JIRA Service Management Report (Updated: January 2026).

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

January 2026

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Review summaries and opinions

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Categories and Ranking

Cherwell Service Management

Ranking in Help Desk Software

27th

Ranking in IT Service Management (ITSM)

27th

Average Rating

7.2

Reviews Sentiment

7.1

Number of Reviews

Ranking in other categories

No ranking in other categories

JIRA Service Management

Ranking in Help Desk Software

2nd

Ranking in IT Service Management (ITSM)

2nd

Average Rating

8.2

Reviews Sentiment

6.8

Number of Reviews

Ranking in other categories

No ranking in other categories

Mindshare comparison

As of February 2026, in the IT Service Management (ITSM) category, the mindshare of Cherwell Service Management is 1.6%, up from 0.6% compared to the previous year. The mindshare of JIRA Service Management is 7.3%, down from 11.0% compared to the previous year. It is calculated based on PeerSpot user engagement data.

IT Service Management (ITSM) Market Share Distribution
Product	Market Share (%)
JIRA Service Management	7.3%
Cherwell Service Management	1.6%
Other	91.1%

IT Service Management (ITSM)

Featured Reviews

Thobile Moeketsi

Senior Manager at Sasria SOC Ltd.

Having everything in one location has significantly improved our efficiency and reporting

We need to be on VPN in order to set up and access the solution, and that has created some challenges. Even though it uses our Windows login, we still have to be on VPN. The product should be able to log tickets directly from system to system. We haven't got there yet and I'm not sure it's possible but it would determine the product's capability to integrate with other systems.

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Sohaib Ahmad

Vice President Service Delivery at quixel

Comprehensive workflows and data views have supported complex teams but still need cost improvements

JIRA Service Management is costly. The pricing structure needs improvement. When I add some plugins, I have to pay the cost for every user whether they are using it or not. For smaller companies, the detailed workflow editing and the kind of details that JIRA Service Management provides would be complex. For startups and smaller companies, JIRA Service Management would be complex. The cloud offering is easier because I don't have to manage the infrastructure. There are two templates of the project: company-managed and team-managed. Team-managed is a newer feature, which is good for startup-kind companies where they don't need control over data from multiple projects displaying in one dashboard. For startups, JIRA Service Management is somewhat complex with its schemes and everything. Capacity management should be improved in terms of additional features in the next release of JIRA Service Management.

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Quotes from Members

We asked business professionals to review the solutions they use. Here are some excerpts of what they said:

Pros

"The most valuable features are problem management and change management."

"All our activities are carried out in the one place."

"The dashboard and the reporting functionality are the solution's most valuable features."

"Its integration features, orchestration features, and discovery tools are the most valuable. It is also pretty stable, and it can be as scalable as you want."

"The dashboard is very useful to get a quick overview of current tasks."

"Clear processes with transparent responsibilities led to more efficiencies within the teams."

"Jira Service Management has a workflow feature you can configure for your specific requirements. It also lets you efficiently manage service requests with team members."

"There are two things that I value very much about this product. One is the service levels management – the SLA agreement management part of it – and knowledge management."

"Some of the most valuable features are simplicity, ease of configuration, and ease of customization."

"Its integration is most valuable. It is pretty open for integration."

"Reporting and easy export to Excel spreadsheets."

"It has improved our work in a number of ways. First, it has made everything much faster. Before Jira Service Management, it could take weeks to resolve a ticket."

"I like the precise ticket management capabilities. JIRA Service Management is easy to use as well."

"The links between the help desk and Jira issues and between Confluence and Jira issues are most valuable. I can write requirements in Confluence and link them to user stories in Jira and test cases. I can see my test coverage and all that kind of stuff. The integration between these three is very useful. It is pretty customizable, and it integrates well. There are a lot of add-ins and a lot of connectors to third-party products. In my last company, we used Test Royal for managing all the tests, and it integrated perfectly with that. For any issue or bug, we could see what tests have been run and the complete history of the tests."

More JIRA Service Management pros

Cons

"Application service mapping, GRC, SecOps, and things like that need improvement."

"The stability, specifically in the on-premises deployment model, could be improved."

"Access is only available if we're on VPN."

"Areas for improvement would be the service catalog and customer catalog, which is not very user-friendly. The shopping cart experience is also terrible - you submit and go straight to the cart, you can't continue shopping or see your overall cost."

"If JIRA were more of a substantial stand-alone product that covered more needs for project management, we wouldn't be using a suite of products."

"It is pretty complex to move between the test environment and the production environment. There is potential for improvement."

"During the updates, when another version gets released, whatever I am tracking at that time gets lost and I have to type it all over again."

"I'd like to update the dashboard so that more features are available."

"It would be beneficial if we could turn comments into subtasks or other JIRA tickets directly."

"JSM's ability to handle large volumes of emails isn't great."

"The interface could be made easier to use."

"The way it handles subtasks can be improved. We would really like the ability to have different types of subtasks. If we have a user story for a feature, we would like to have a subtask for documentation, a subtask for requirements, a subtask for development, and a subtask for testing. Right now, we just make four subtasks, but there is no way to specify their type, so we have to add a custom field to specify what type of work is this. It just means you've got to look at more data. For logging time or time tracking, we would like to have something using which we can define the work type we're doing. We would like to log whether we're working on a bug, a new development, scope change, or rework. We've got a user story for which we do the dev, and then we have to do more dev. It is the same story, but some of it could have been a scope change, and some of it could be a rework because we either screwed up the first time or missed something obvious. Currently, we have to have a custom field and track that separately. It would be nice to have some kind of work type for logging time."

More JIRA Service Management cons

Pricing and Cost Advice

"For an ITIL user, the cost is probably about 50 bucks a month."

"The pricing is free for us because we are an associate partner for the product."

"The license we use is on a yearly basis. As a Solution Partner, we were using the free one and were using the free plugins. We were also giving our own plugins to the Atlassian Solution Partners for free. We don't pay anything to Atlassian."

"Licensing can become quite expensive."

"I rate Service Management four out of 10 for affordability. The price could be better, especially for companies using more than one Atlassian product. It's suitable for SMBs that can afford it. I don't think there's another tool that's both better and cheaper. All help desk tools are relatively expensive."

"It costs around $150 to $200 per user."

"The price for JIRA Service Management is reasonable and cheaper than other ITSM solutions, but the licensing model is different, so you cannot compare it with other solutions. Overall, the pricing for the solution is acceptable."

"But about the plugins, I found one plug-in — its name is Actionable Metric I think — and it is $3000. That is very expensive for users in Iran."

"We may upgrade the license that we have. The license that we currently have is good for 500 agents, and it's not full yet."

More JIRA Service Management pricing and cost advice

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Top Industries

By visitors reading reviews

Computer Software Company

16%

Energy/Utilities Company

12%

Manufacturing Company

11%

Retailer

Financial Services Firm

Computer Software Company

Manufacturing Company

Educational Organization

Company Size

By reviewers

Large Enterprise

Midsize Enterprise

Small Business

No data available

By reviewers
Company Size	Count
Small Business	30
Midsize Enterprise	24
Large Enterprise	33

Questions from the Community

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What is your favorite Help Desk Software and why?

JIRA Due to its agility.

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What do you like most about JIRA Service Management?

JIRA Service Management is a very user-friendly solution.

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What is your experience regarding pricing and costs for JIRA Service Management?

The price is actually reasonable.

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Compared 5% of the time

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Product Reports

Buyer's Guide

IT Service Management (ITSM)

January 2026

Download Cherwell Service Management product report

Buyer's Guide

JIRA Service Management

February 2026

Download JIRA Service Management product report

Also Known As

No data available

JIRA Service Desk, Atlassian Jira Service Management

Overview

Cherwell Service Management is a powerful IT service management (ITSM) solution that provides IT organizations the flexibility needed for rapid configuration and customization, minimal overhead, and frictionless upgrades at a fraction of the cost and complexity associated with legacy ITSM solutions. Cherwell's codeless design architecture means you can add new functionality without modifying a single line of code, integrate easily with third party applications, and upgrade without fear of breaking what you've built.

Ivanti

JIRA Service Management is recognized for customization, ease of use, and integration capabilities, offering flexible workflows and dashboards that enhance ticket management in organizations.

This platform contributes to streamlining business operations with features like automation and real-time updates. Businesses implement JIRA Service Management to manage ITIL processes, support tickets, and issue tracking both internally and externally. It is utilized for project management and lifecycle tracking, with Kanban boards and Confluence integration supporting change, incident, and problem management.

What are the key features of JIRA Service Management?

Customizable Workflows: Adapt workflows to meet business needs.
Integration: Seamlessly connects with other tools, including Jira and Confluence.
Real-Time Updates: Keeps teams informed and synchronized.
Automation: Reduces manual tasks with automated processes.
Scalability: Grows with organizations, accommodating increasing demands.

What benefits and ROI can be expected from JIRA Service Management?

Efficiency Gains: Improves operational efficiency through streamlined processes.
User-Friendly Interface: Simplifies adoption with intuitive navigation.
Comprehensive Reporting: Provides valuable insights to drive decisions.
Quick Setup: Fast deployment enhances time-to-value.
SLA Management: Ensures service level agreements are met effectively.

Service management platforms like JIRA Service Management are integral to industries focusing on managing IT services, such as tech firms and support-focused sectors. Organizations frequently utilize its capabilities to enhance their customer service operations, supporting optimal SLA adherence and efficient query management across departments. By tailoring its application to unique operational workflows, companies achieve improved service delivery and responsive issue resolution.

Atlassian

Sample Customers

Ausenco, Highlights for Children, B/E Aerospace

mgm technology partners, Telestream, Build.com, Zend Technologies, OfficeDrop, PGS Software, American Diabetes Association, NEPTUNE Canada

Buyer's Guide

Cherwell Service Management vs. JIRA Service Management

January 2026

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